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High Performance Emotional Service in Retail: Psychological training and deescalation protocols for service teams

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£76.00 £72.20 £73.72 £75.24 £76.76 £78.28 £79.80 23 July 2026 14 August 2026 05 September 2026 27 September 2026 20 October 2026
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Description

This book presents a practical and structured approach to customer service in retail, based on a simple observation: a large proportion of conflicts in stores are not just caused by technical problems, but by intense emotional states. Queues, exchanges, prices, delays and operational failures often trigger frustration, a sense of injustice and loss of control in customers. Faced with this, service professionals need to deal not just with procedures, but with emotions in motion.The book proposes transforming what many people call "a knack for dealing with customers" into a trainable method. Based on real counter experiences, behavioral studies, psychology and people management, the book presents psychological foundations applied to retail, conflict de-escalation protocols, strategic verbal structures and training models for teams.Aimed especially at Human Resources professionals, leaders and store managers, the content shows how to build teams that are emotionally prepared for pressure situations, promoting safer, more efficient and more humane service.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
17 April 2026
Listed Since
18 April 2026

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